SRM Total Quality Management PDF

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TOTAL QUALITY MANAGEMENT- Study Module...

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VALLIAMMAI ENGINEERING COLLEGE SRM Nagar, Kattankulathur – 603 203

DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING

QUESTION BANK

VII SEMESTER GE8077 -Total Quality Management Academic Year 2020 – 21 (ODD Semester)

Prepared by V.Prema A.P/CSE

VALLIAMMAI ENGINEERING COLLEGE SRM Nagar, Kattankulathur – 603 203. DEPARTMENT OF COMPUTER SCIENCE AND ENGINEERING

QUESTION BANK SUBJECT

: TOTAL QUALITY MANAGEMENT

SEM / YEAR: VII/ IV UNIT I - INTRODUCTION Introduction - Need for quality - E v o l u t i o n of quality - Definitions of quality Dimensions of product and service quality - Basic concepts of TQM - TQM Framework Contributions of Deming, Juran and Crosby - Barriers to TQM - Quality statements Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention - Costs of quality. PART – A Q.No

Questions

2.

Give the different ways to create customer oriented culture in an industry. Point out the categories of quality cost.

3.

Generalize the quality requirements before and after TQM.

4.

Describe how the quality is defined? Give any two definitions.

5.

Show the barriers to implement TQM.

6.

Define quality as per Crosby.

7.

Decide why quality required in products and services today.

8.

Prepare an example for quality statement.

9.

Interpret the concept of total quality management.

10.

List the dimensions of service quality.

11.

Classify the different types of quality statements.

12.

List the elements of TQM.

13.

Discuss service quality.

1.

BT Level

Competen ce

BTL-2

Understand

BTL-4

Analyze

BTL-6

Create

BTL-2

Understand

BTL-3

Apply

BTL-1

Remember

BTL-5

Evaluate

BTL-6

Create

BTL-2

Understand

BTL-1

Remember

BTL-3

Apply

BTL-1

Remember

BTL2

Understand

14.

List down the contribution of the Juran

15.

Conclude the importance of customer retention.

16.

Tabulate the various factors which constitute the framework of TQM.

17.

Compare Dimensions of product and service quality.

18.

Define quality statement? Give example for each.

19. 20.

BTL-1

Remember

BTL-5

Evaluate

BTL-1

Remember

BTL-4

Analyze

BTL-1

Remember

Show your understanding of the term Customer satisfaction & the term Customer Complaints.

BTL-3

Apply

Point out the objectives of quality cost evaluation.

BTL-4

Analyze

BTL-1

Remember

BTL-1

Remember

PART – B

1.

(i) Describe the various dimensions of quality. (ii) Describe the underlying principles of TQM.

2.

(i) Examine the role of senior level management in TQM

(7) (6)

implementation.

(7)

(ii) Describe the various steps involved in customer satisfaction

process.

(6)

3.

Summarize the dimensions of quality? Discuss any eight dimensions in detail. (13)

BTL-2

Understand

4.

(i) Analyze the basic concepts of TQM? Discuss in detail. (7) (ii) Explain what is TQM framework? Discuss with a case study. (6)

BTL-4

Analyze

5.

(i) Classify Different key elements and dimensions of TQM. (ii)Explain evolution, pillars and potential benefits of TQM. (i) Describe the contribution of Juran for quality in detail. (ii) Identify the barriers for TQM implementation.

BTL-4

Analyze

BTL-1

Remember

BTL-1

Remember

6.

(7) (6) (7) (6)

7.

Describe Deming’s philosophy for quality improvement.

8.

Summarize on TQM framework and importance of each element. (13) BTL-5

9.

(i) Discuss Crosby 14 points for quality.

(7)

(ii) Discuss on customer satisfaction.

(6)

(13)

Evaluate

BTL2

Understand

BTL-6

Create

11.

Illustrate with example the various avenues of measuring customer satisfaction. (13) BTL-3

Apply

12.

Explain the issues related to customer’s complaints and retention. (13)

13.

10.

14.

Prepare Quality statements of manufacturing company with an example. (7) Generalise if you agree with the actions of Quality statements. (6)

BTL-4

Analyze

(i) Demonstrate a Q ual i t y plan for activities to be carried out by managers in recent times highlighting the current trends. (7) (ii) Illustrate the cost of quality in detail. (6)

BTL-3

Apply

(i)Summarize customer complaints in details. (ii)Discuss customer satisfaction & retention in details.

BTL-2

Understand

(7) (6)

PART – C Q.No

Questions

BT Level

Competence

1

Assess the various dimensions of quality with respect to the following: Quality in products and quality in services. Explain the common customer feedback collection Tools.

BTL 5

Evaluating

2

Categorize the different TQM Framework with diagram. Can you predict the outcome of barriers for TQM implementations? Evaluate Quality statements of manufacturing company with a example. Do you agree with the actions of Quality Statements. Is customer complaint necessary for an organization? If yes list and elaborate the various tools used for collecting customer complaints. Write a brief about “customer retention”.

BTL 5

Evaluating

BTL 6

Creating

BTL 4

Analysing

3 4

UNIT II - TQM PRINCIPLES Leadership - Strategic quality planning, Quality Councils - Employee involvement Motivation, Empowerment, Team and Teamwork, Quality circles Recognition and Reward, Performance appraisal- Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating PART – A Q.No

1.

Show the characteristics of good leadership.

BTl-3

Competenc Apply

2.

What is employee empowerment?

BTL-1

Remember

Prepare a strategic quality planning.

BTL-6

Create

Generalize the objectives Quality councils.

BTL-6

Create

3. 4.

Questions

BT

Show how the employment involvement can be improved in an BTL-3

Apply

5.

organisation.

6.

Define the few barriers of team performing.

BTL-1

Remember

7.

Classify the types of motivation.

BTL-4

Analyze

8.

Describe the benefits of Quality circle.

BTL-2

Understand

9.

Compare and Contrast Reward & Recognition.

BTL-2

Understand

10.

Define performance appraisal.

BTL-1

Remember

11.

Define continuous process improvement.

BTL-1

Remember

12.

Deduce your understanding of PDCA Cycle.

BTL-5

Evaluate

13.

Express Kaizen.

BTL-2

Understand

14.

Define 5s.

BTL-1

Remember

15.

Demonstrate the benefits of 5’S.

BTL-3

Apply

16.

Explain what you understand by “Supplier Rating.

BTL-5

Evaluate

17.

Point out the requirements of reliable supplier rating.

BTL-4

Analyze

18.

Explain the importance of supplier selection.

BTL-4

Analyze

19.

List the example can you state for partnering.

BTL-1

Remember

20.

Differentiate the types of supplier rating.

BTL-2

Understand

BTL-1

Remember

BTL-2

Understand

BTL-5

Evaluate

3.

PART – B Describe the characteristics of quality leader and leadership styles for effective leaders in detail. (i) Give the step by step procedure in strategic quality planning. (7) (ii) Discuss what is meant by vendor development Give an example. (6) (13) Deduce the formulate theories of motivation in detail.

4.

Demonstrate the importance of “employee involvement” and “motivation” for enhancing quality. (13)

1. 2.

(i) Develop the characteristics of successful teams? Discuss in detail.

5.

6. 7.

(7) (ii) Develop the characteristics of empowered employees. (6) (i) Describe the objectives and characteristics of quality circles (7) (ii) Define the structure of quality circles & its process formation in detail. (6) (i) Discuss the process would you use for performance appraisal (7) (ii) Describe the different performance appraisal techniques. (6) (i) Give a detailed note on PDSA cycle. (7)

BTL-3

Apply

BTL-6

Create

BTL-1

Remember

BTL-2

Understand

BTL-2

Understand

8.

(ii) Discus how Kaizen practised in workplace Give an example. (6) (i) Analyze supplier partnering Indicate the important benefits. (7) (ii) Explain how PDSA cycle practised Give an example. (6)

BTL-4

Analyze

9.

10. Explain the process of 5s in detail.

(13)

BTL-4

Analyze

11. Describe the function of quality council

(13)

BTL-1

Remember

(7) (6)

BTL-1

Remember

(i) Identify the suitable example for supplier partnership.

12. (ii) List the various steps involved in supplier selection. 13. Explain the various techniques of performance measures.

(13)

(i) Illustrate the conditions for selection and evaluation of suppliers. (7) 14. (ii) Demonstrate with example supplier rating. (6)

PART – C

BTL-4

Analyze

BTL-3

Apply

Q.No

BT Level

Questions

Categorize the Aspects of employee involvement and Analyze the concept of motivation explain in detail? Enumerate the duties of quality council and also explain McGregor’s theory X and theory Y. Develop a Concept of Employee empowerment and general principles and characteristics of it and Estimate team types and characteristics of successful team? Explain what do you understand by the term quality statements? Elaborate them with examples.

1 2 3

4

Competence

BTL 4

Analysing

BTL 5

Evaluating

BTL 6

Creating

BTL 5

Evaluating

UNIT III - TQM TOOLS AND TECHNIQUES I The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology, applications to manufacturing, service sector including IT - Bench marking Reason to bench mark, Bench marking process - FMEA - Stages, Types PART – A BT Level

Competence

Deduce any four traditional tools of quality.

BTL-5

Evaluate

Illustrate some new management tools.

BTL-3

Apply

Summarize the cause and effect diagram used in TQM.

BTL-5

Evaluate

4.

Compose why is brainstorming considered as an effective tool.

BTL-6

Create

5.

Distinguish six sigma management concepts.

BTL-2

Understand

6.

Predict the evolution of six sigma in Motorola company.

BTL-2

Understand

7.

Give the seven tools of quality.

BTL-2

Understand

8.

What is six sigma problem solving method?

BTL-1

Remember

Differentiate between the Tree diagram and Decision tree diagram.

BTL-2

Understand

9. 10.

Show your understanding of PERT Diagrams.

BTL-3

Apply

11.

Analyze failure mode and failure effects.

BTL-4

Analyze

12.

Define bench marking Give an example.

BTL-1

Remember

13.

Identify the reasons for bench-marking.

BTL-1

Remember

14.

List the benefits of bench marking.

BTL-1

Remember

15.

BTL-4

Analyze

16.

Point out the problems involved in benchmarking a direct competitor. Show the different ways of bench marking.

BTL-3

Apply

17.

Define FMEA.

BTL-1

Remember

18.

List the three benefits of FMEA.

BTL-1

Remember

19.

Differentiate between failure mode and failure effects.

BTL-4

Analyze

Questions

Q.No

1. 2. 3.

concepts

from

traditional

quality

20.

BTL-6

Compose RPN.

Create

PART – B 1. (i) Classify seven new management tools. Explain them briefly.

BTL-3

Apply

(7) (ii) Examine the various stages in failure mode and effect analysis. (6)

2.

3.

(i) Compare six sigma and TQM principles. (7) (ii) Summarize benefits have been achieved by the organizations that have successfully completed their benchmarking programs Name any four selected best practiced companies. (6) Describe the following tools used to improve quality. (i) Tree diagram. (ii) Matrix diagram

5.

6.

7.

Evaluate

BTL-2

Understand

BTL-2

Understand

BTL-1

Remember

(7) (6)

Express procedures for implementation of Six sigma in a

4. manufacturing organisation.

BTL-5

(13)

(i) Discuss a cause and effect diagram constructed in detail with a case study/example. (7) ii)Tabulate the various types of histograms. (6) (i) Explain in detail the six sigma concepts of process capability. Also bring out the methodologies adopted in six sigma practices. (7) (ii) Analyze the SIX BIG losses which are acting as stumbling blocks on the road to higher equipment effectiveness. Also explain how those losses can be minimized or eliminated through TPM programme. (6) (i) Identify, matrix data analysis differs from all other management tools. (7) (ii) Identify the methodology of constructing an affinity diagram by using an illustration. (6) (i) Generalize your understanding of Bench marking process. (7) (6)

BTL-4

Analyze

BTL-1

Remember

BTL-6

Create

8. (ii) Prepare the various reasons to bench mark.

9.

(i) Analyze the three main types of benchmarking. circumstances would each type be more appropriate.

In what (7)

(ii) Explain the steps that contain the core technique of benchmarking.

(6)

(i) Discover the benchmarking process with an example. (7) (ii) Classify the types of FMEA? Give an example of each. (6) 11 Discuss a FMEA work sheet for an induction motor’s shaft failure (13) . or a failure of your choice. (i) Describe the typical benchmarking methodology. (7) 12 (ii) Identify the different types of benchmarking in relation to . objects being benchmarked. (6) (i) Analyze the benefits and fit falls of benchmarking. (7) 13 (ii) Explain the objectives, process, outcome and benefits of FMEA. (6) .

10.

BTL-4

Analyze

BTL-3

Apply

BTL-2

Understand

BTL-1

Remember

BTL-4

Analyze

14 .

(i) Name the four stages of FMEA in detail. (ii) Examine FMEA in an organization to increase process reliability.

(7)

BTL-1

Remember

(6)

PART – C BT Level

Competence

Elaborate the stages of six sigma in process improvement and Discuss the usage of scatter diagram? Evaluate the purpose and methodology of construction of a Ishikawa diagram with an example. Justify an engineering brief about ‘arrow diagram’. When do you use arrow diagrams? Design Benchmarking for a Software firm with suitable examples.

BTL 5

Evaluating

BTL 6

Creating

BTL 5

Evaluating

Develop the different situations where FMEA is to be carried out. Give detailed FMEA procedure.

BTL 6

Creating

Q.No 1 2

3 4

Questions

UNIT IV - TQM TOOLS AND TECHNIQUES II Control Charts - Process Capability - Concepts of Six Sigma - Quality Function Development (QFD) - Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures. PART – A Q. No

Questions

BT Level

Competence

1.

Give the specific use of NP-chart.

BTL-2

Understand

2.

Show your understanding of Control charts.

BTL-3

Apply

3.

Define process capability index.

BTL-1

Remember

4.

Point out the measures of process capability.

BTL-4

Analyze

5.

Differentiate between control charts for variables and attributes.

BTL-4

Analyze

6.

Discuss Six Sigma principle.

BTL-2

Understand

7.

Conclude what “DMAIC” conveys in six sigma.

BTL-5

Evaluate

8.

Define “House of Quality”.

BTL-1

Remember

9.

Explain and Draw the...